KATHRYN TIMOTHY

• Ensured all required documentation was received before inputting service contracts into SAP
• Created billing plan for service contracts
• Supported sales team through the timely and accurate entry of Bookings Packages
• Administered contract entitlement creations and billing in ERP system with high accuracy
• Assisted with month and year end close activities as required, applying credit and debits when needed
• Strengthened internal controls by developing and implementing contract management policies, procedures, and templates.
• Managed high-value contracts portfolio, maintaining strong relationships with key stakeholders and ensuring compliance with regulatory requirements.
• Provided exceptional customer service to diverse clientele even in high-stress environments.

• Performed all work in compliance with company quality procedures and standards
• Reviewed contract quotations as necessary to ensure pricing was in compliance with company guidelines
• Set up equipment and reagent contracts and orders
• Reviewed subcontractor agreements to ensure compliance with all relevant regulations, minimizing risk exposure.
• Implemented robust tracking systems to monitor ongoing contract performance, enabling proactive identification of potential issues.
• Strengthened internal controls by developing and implementing contract management policies, procedures, and templates.

• Coordinated with R&D, Sales Admin and other internal groups to place orders for internal customers
• Developed a keen understanding of company products, services, and policies in order to provide accurate information and guidance to clients during the order entry process.
• Streamlined order processing time by efficiently organizing and prioritizing workload.
• Identified opportunities for improving workflow efficiency within the order entry department, proposing solutions to management accordingly.
• Managed high-volume workloads while maintaining exceptional attention to detail in a fast-paced environment, ensuring minimal errors in entered data.
• Conducted regular audits of completed orders to identify any inaccuracies or inconsistencies before sending them forward in the fulfillment process.
• Handled complex or problematic orders with care, working closely with other departments to find satisfactory resolutions that met both company interests and client needs simultaneously.
• Exceeded performance targets consistently through diligent work ethic and commitment to delivering excellent results on each task undertaken.

• Handled lower-level bills and payments
• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
• Ensured accurate record-keeping with diligent data entry and database management for vital company information.
• Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
• Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
• Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
• Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
• Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.

• Processed daily investment documents and reviewed them for accuracy and completion
• Consistently met deadlines
• Managed and maintained the electronic and paper records of clients with strict adherence to all firm and industry compliance and confidentiality requirements
• Provided professional and timely responses to client or advisor questions or concerns via phone and email
• Attended brainstorming meetings on how to better our processes for the company and clients

• Developed relationships with clients after their initial meeting with one of our advisors
• Oversaw the efficient implementation of advisor recommendations
• Updated client records and provided account maintenance
• Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
• Performed duties and provided service in accordance with established operating procedures and company policies.

• Answered all incoming calls and routed to the correct department
• Scheduled appointments and maintained and updated appointment calendars for all advisors
• Greeted visitors and directed them to specific destinations
• Collected, sorted and distributed daily mail in office and sent client forms and information.
• Composed and prepared routine correspondence, letters and reports with job-related software.
• Assisted with special projects assigned by management when required.

Answered back to back incoming calls and provided solutions to customer concerns

Helped troubleshoot issues, assisted with sales, upgrades and plan changes

Navigated multiple systems while communicating and listening actively to ensure customers were pleased and issues were handled during the first call

Followed up with customers as needed

Answered high volume of inbound customer service calls

Provided information about products and services, sold satellites and scheduled installations

Provided troubleshooting help, explained account details, and ensured customer satisfaction

De-escalated upset clients and offered specific services to keep client from disconnecting services

Part of local network services team